POSITION SUMMARY

The Customer Service Representative will be responsible for managing high call volume, sales and customer service/support for NBCI. This person will be fingerprinting and speaking with customers, establish and/or solidify business relationships to generate fingerprint service business. This person will also provide general support to the office, contact customers about any fingerprinting issues when necessary, assist with departmental follow-ups, and resolve customer issues when necessary. This person will also have excellent communication skills and provide superb customer service to all customers. This person is responsible for maintaining a good rapport with all customers that come into the office.

POSITION STATUS: Full-time

SUPERVISION RECEIVED: Reports to the Director of Sales Support, NBCI

SUPERVISION EXERCISED: None

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES:

CUSTOMER SERVICE/COMMUNICATIONS/SALES

• Excellent attendance
• Answer phones promptly and professionally and maintain a helpful demeanor with internal and external clients.
• Practice and reinforce superior customer service skills in customer interactions on the telephone and in-person.
• Greet all customers professionally and with a helpful demeanor.
• Fingerprint and/or drug test all walk-in customers.
• Contribute to the overall success of FastFingerprints by communicating effectively with management to ensure that company initiatives are followed.
• Correspond as needed with management to communicate problems, clarify questions and issues.

PROCESSES

• Stay up-to-date on filing of forms/paperwork/phone calls.
• Schedule appointments and take payments over the phone.
• Retrieve calls from voicemail system daily. Ensures that all calls are returned to customers.
• Ensure daily, weekly and monthly work processes and reporting are done accurately and timely.
• Assist with researching accounts payables issues.
• Provide general assistance to all phone callers.

TEAMWORK

• Positively promote all goals and objectives of management within the office.
• Continually seek to improve the sales experience with revised and improved processes.
• Maintain a positive attitude and work environment, so as to lead by example.
• Contribute to the overall success of the office by fostering a positive teamwork environment.
• Continually seek to help FastFingerprints by offering assistance wherever necessary.

MINIMUM QUALIFICATIONS:

• Two or more years of customer service experience
• Must have excellent attendance habits
• Must be self-disciplined, have excellent communication skills and a strong work ethic
• Must be a self-starter
• Must be able to work in a fast-paced environment

DESIRED EXPERIENCE:

• Associate’s Degree preferred
• Strong customer service and communication skills
• Strong Computer skills needed

OTHER INFORMATION:

Candidates must provide references, be able to pass a pre-employment drug screen and a fingerprint-based criminal background check.

JOB TYPE: FULL-TIME